Utilizes nursing process to evaluate patient needs over the telephone and provide guidance and education to patients, adhering to organizational policies, procedures and guidelines. Provides high risk patients with chronic disease management and liaises between the patient, hospital, physicians’ office, home care agency, etc. 

1.    Performs outbound calls to specific patient population.  Re-enforce discharge plan, medication management, provide patient and family education.

2.    Receives triages and responds to telephone calls from patients requiring medical guidance. Provides patients with clear instructions and education utilizing appropriate guidelines.

3.    Directs patient to the proper locus of care including emergent care, urgent care, routine and same day appointments, follow-up and self home care based on outcomes of nursing assessment.  Utilizes the Customer Service Center (appointment center) to assist patient in making physician appointments within an appropriate time-frame.

4.    Documents calls according to established guidelines.

5.    Communicates with physician, RN or other health care providers regarding patient’s status.

6.    Collaborates with the physician when patient requires physician involvement, intervention or follow-up. 

7.    Participates in education and in-service programs.

8.    Performs related duties, as required.

*ADA Essential Functions